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Help! advice on complaint procedure ?

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Hi, I bought my nissan pathfinder 8 wks ago for £11,000 . I bought it with reversing sensors and i also had a tow bar fitted from a proper Nissan Dealer. The nissan garage had to replace the cover on the gear stick also for it was torn. I went along 2 days later and collected my new car, the cover on gear stick needed to be ordered and would be in later.. On arriving home I saw that the sensors wer`nt working. I rang the garage and was told " they were switched off when putting on tow bar" .... i was told to bring the car back and they would put them on and also sort out gear stick. Then 3 days later the car made a terrible banging noise from the engine and the car shook vigoursly very very noisy. I rang the garage and booked to bring the car down. Then the door handle broke ..just one thing afteranother. I brought the car down and was told there was nothing wrong with engine and diesel engines are noisey and maybe it was cold start in the mornings.They never fixed reversing sensors said it couldn`t be done because of the tow bar. And didnt fix handle or gear stick, all service dept had left when i collected the car... On top I had to pay my insurance company for change of a veche for a day... they would not give me one of there cars????

I was promised by the service manager the next morning on the phone that he faithfully would ensure all problems with the car would be fixed the next time and I would have a car free of charge while mine was in there garage. All sounded good, but i have now been told today that they can`t find anything wrong with the engine and the sensors can`t be turned on. My problem is the motor has done this 7 times on different occassions.and im not satisified, it is such a severe knocking you would think the engine is going to fall out of the jeep. Also I bought the jeep with sensors and tow bar and now im been told it to complicated and also a safty hazzard to have them on with a tow bar.:!: Can anyone advise or should i collect my car on there word that the engine is sound and do without my sensors. I refused to collect my car today until the engine was looked at again and the sensors switched on. The manager is ringing again in morningbut does`nt see his boss the owner allowing the sensors on due to health and safety...

Is thers a complaints procedure to follow...

Just got back from garage. I spoke to manager earlier and asked for a letter stating health and safety reasons and a letter stating the engine has been checked and all is ok. When I went to collect the car the manager wasn`t available and i had no letters and no sensors done. All I got was 2 printouts from a computer apparently showing " all DTC Reading "which shows absolutely no reference to it belonging to my car and a printout of "the Diesel system on Nissan vechiles. Iwas told engine was fine and with persistance they gave me a letter stating "there recommendation is that a towbar fitted to a nissan pathfinder is not suitable with parking sensors attached".......and not a mention of health and safety . This is not right any advice please..

Edited by hannagh

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Guest Old_andrew2018


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You probably spoke to the Service Manager, or even the workshop controller.


Im not sure about rules and regs, but since its a main dealership, talk to the General Manager/Dealer Principal. Tell them this is unacceptable, and ask for the number for the Regional Area Manager, as you want this rectified within 7 working days. Be persistant, and make as much fuss as you can. I would even go to the press.


In main dealerships the buck stops with the General Manager.


Also contact Nissan Direct and complain, as most main dealership operate on a bonus system for their mechanics, and bad feedback means they wont get their bonus.


I used to work for a main dealership in the Scotland that had a franschise for Nissan, and the serivce side was appalling and glad Im out of it!!!

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Some towbars can interfere with the parking sensors, but the dealership should have informed you of that before the towbar was fitted.


As for the knocking, it sounds like something was knocked out or not replace bolt wise when running the electric for the towbar.


Contact Trading Standards as well.


I found this, hope it helps.


My hubby is a mechanic, although no longer at a dealership and its bad ones like them that give the good 'uns a bad name


vehicle repairs and servicing



(for England, Wales and Northern Ireland)

When you take your car to a garage for servicing or repair, you are making a legally binding contract with the garage owner and the laws you can look to for protection are the Supply of Goods and Services Act 1982 and the Sale and Supply of Goods to Consumers Regulations 2002. These laws give you statutory rights and you are entitled to expect that the work be carried out with reasonable care and skill, within a reasonable time at a reasonable charge. If a part is replaced, the new part should be of satisfactory quality, fit for the purpose and as described.

If a fault has not been repaired properly, you should allow the garage the chance to rectify it. If they fail to do so, you may be entitled to get the work done elsewhere and recover the cost from the garage. If the garage fits a part, which turns out to be faulty, and it has not been fitted very long, you may be entitled to a refund, or you could ask for the part to be replaced. If you pay for the servicing or repairs by credit card, and if the work costs more than £100, you are protected by the Consumer Credit Act 1974 which makes the credit card company equally liable. It is a criminal offence to charge for work which has not been carried out and any such complaints should be forwarded to Consumer Direct.


Good Luck

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Thank you for your help, it was the service manager and then the principal manager. Now I can take this a step further... They make you feel undermined and stupid.......

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